Support Member (a.k.a. General All-Star) Job Description
A hard-working individual that will provide support to the various aspects of our product lines. This includes Point of Sale, Website Design, Online Ordering, Digital Menu Boards, and Social Media Maintenance. Point of Sale support requires a great phone presence and familiarity with remotely controlling computers. You must be able to communicate effectively with our customers. A general sense of project management is required to satisfy the varying needs of our customers.
The position of Support Team Member is an accelerated training program for upward movement into our Operations team. This entry-level position starts with simpler tasks growing your understanding and proficiency within our solutions.
Ideal candidates are self-motivated individuals, who love working with a passionate/competitive team (but don’t mind working alone), creating strong relationships with clients, working with brand new software, thinking creatively to solve problems, and continually improving company processes and culture. You must have previous experience learning on your own, as well as accessing knowledge from others, an ability to thrive in unknown territory, and a desire to contribute.
Make an impact
In our environment, every voice is heard and everyone's contribution is significant. You'll be working directly with the founders and management to make a difference in the restaurant technology space.
We have enjoyed sustained growth and we are actively working to put in place the right team to continue this success. You can be a part of this.
Laid Back Work Environment
Open environment, laid back but professional culture, & flexible schedule.
This is a full-time position (40 hrs). Your schedule will vary based on the week of the month. You will be responsible for an on-call shift, which is 7 days of on-call every 6 weeks.
You won't get bored
You'll be a fast-paced environment and work with new technologies on a variety of projects.
0-3 years of client-facing experience (restaurant experience preferred -retail, client support, or customer service accepted)
Very Strong organizational skills and pays great attention to detail
Excellent communication skills
Confident in critical thinking capabilities
Comfortable with managing multiple expectations across team members.
Good Researching skills (Yes, Googling stuff counts)
Comfortable making a sales pitch or two in person or by phone.
MS Office Proficiency (especially Excel and Word)
General web skills
Web design, programming or Graphic Design skills are a big plus but not required.
Comfortable with Social Media platforms
Comfortable using remote access software (TeamViewer, LogMeIn, Showmypc, Aeroadmin, etc)
Installing printers and USB devices
Basic network configuration (wired and wireless)
Configuring browser settings
Tasks & Responsibilities will include:
Learn and become proficient in our new and existing software, especially the admin side
Answer support phone calls and respond to support emails
Opening and assigning support tickets to our development team
Tracking the progress of open support & development tickets
Perform User testing on new software versions
Proof our new websites and software releases
Updated website settings and content
Making follow up & check-in calls to existing and potential customers
Web research for our new and existing solutions
Generating and distributing reports for client accounts
Working with the management team to get them what they need from us and get us what we need from them on time
Create, maintain, and grow relationships with our clients and vendors
Respond to inquiries from clients (menu updates, price changes, store information updates) in a timely manner
Support the sales management team on various client and internal projects
Details on the Job’s Activities
Point of Sale Support:
Send project “welcome letters”, establishing tasks and timelines for new installation
Understand Point of Sale processes for our customers to be successful and provide consultation on those processes
Monitor and reply to Support E-Mails in a timely and professional manner
Follow up with customers with regards to on-going issues or resolutions
Willingness to learn about Virtualization and Hyper-V/Vmware
Online Ordering Software Support:
Setting up the online ordering sites for new customers based on the setup questionnaire
Setting up unique menu categories & sub-categories and assigning menu items to them
Setting up options/modifiers and toppings and assigning them to the menu items
Adding descriptions and full menu item names that are not maintained at the Point of Sale
Adding menu item images, menu type icons, menu category images, and banners
Troubleshooting basic errors reported by the customer
Website Services Support:
Adding and editing menus
Adding and editing other site information
Setting up & testing forms
Adding images and setting up photo galleries
Proofing content on new and existing websites
Publishing and unpublishing components and modules
Testing custom functionality
Preparing guideline instructions for the customers
Troubleshooting basic errors reported by the customer
Travel Required;10-30% for Installation and Training of our customers.
Job Type: Full-time
Salary: $12.00 to $18.00 /hour
Do not contact this company in solicitation of any product or service.